Role & responsibilities
Configure, administer, and customize Genesys Cloud CX components including queues, routing, Architect flows, users, permissions, divisions, and telephony.
Design, develop, and maintain Inbound and Outbound IVR call flows using Genesys Architect.
Support contact center operations by troubleshooting call routing, audio quality, SIP signaling, telephony, and network-related issues.
Monitor production environments, investigate incidents, perform root cause analysis, and implement preventive solutions.
Implement and manage customer experience features including Surveys, Co-browse, Knowledge Base, and Digital Channels.
Build and integrate Genesys Cloud with enterprise applications using REST APIs, WebSockets, OAuth 2.0 authentication, Data Actions, and Web Services.

Preferred candidate profile
56 years of experience implementing and supporting Genesys Cloud CX solutions.
Experience configuring Queues, Routing, Skills, Divisions, Roles, Permissions, and Telephony.




Robust expertise in Genesys Architect for inbound and outbound call flow development.
Knowledge of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
Solid troubleshooting skills for production support, call quality issues, routing problems, and API
Robust knowledge of REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
Experience integrating Genesys Cloud with CRM platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or other third-party systems.
Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
Experience in creating Genesys dashboards, reports, analytics, and performance monitoring solutions.
Familiarity with Agile/Scrum development methodologies and DevOps practices.

Desired: Genesys Cloud CX Professional or Architect Certification

📌 Telecom Engineer Bengaluru
🏢 Tech Smcsquared Gcc
📍 Bengaluru